Troubleshooting: Getting Started

When reporting problems to Carolyn DeLuca (cjdeluca@stthomas.edu), please include:

• description of the resource you were trying to use and what happened
  • page you clicked from (provide URL)
  • copy the exact error message, if available
• screenshots.
• browser and version number being used (e.g., Internet Explorer 10, not just IE vs. Firefox vs. Safari). Knowing version number will help
• whether it happened on- or off-campus
• your/student's contact info so I can follow up

This will help me in helping you.

Often the patron will get to materials in a less-than-direct manner. 

• Try the A-Z list of databases because that has the gold standard URL.
  • Sometimes in LibGuides a liaison will create a URL without reusing it. It may lack the Ezproxy or it may not be a PURL. 
• If GET IT fails, try a journal search in LibrarySearch
• Try a different browser. Some browsers are more forgiving than others.